Support at Home operators offering client packages for free: survey

Part 2 of Enkindle Consulting's survey of 300 Support at Home providers included revelations larger operators are offering clients 'no contribution' packages.

The practice creates an uneven playing field, which disadvantages smaller operators.

"Larger providers are not enforcing participant contributions, so clients are transferring to them," one operator said.

Providers, of which nearly one-quarter have revenue above $20 million, said they have observed a general increase in operators behaving in unethical ways.

"Customers are being bullied and harassed to sign agreements… some have been in tears saying they felt pressured to go with a provider," said one.

The survey on the transition to Support at Home is at a critical time, with the Senate Inquiry into Support at Home now underway and submissions closing 31 July.

Problems claiming with Services Australia were also identified in the survey as a key issue. More than three-quarters (77%) of respondents said claiming with Services Australia had increased workload and more than half (58%) said they were working more than an additional 10 hours per week on Support at Home claiming and reconciliation.

One operator said, "The requirement to show each cab trip separately has added nearly 800 entries a month, where previously this was a single monthly figure per client."

"Every single transaction must now be entered individually, resulting in thousands of additional data entries that were previously automated or batched," said another.

Continued reliance on "manual processes and workarounds" was highlighted.

More than two-thirds of operators said the 10% care management pool is inadequate.

"The 10% care management pool does not reflect the actual workload required, particularly for onboarding, assessment, care planning and coordination," one operator said. Four in five participants (81%) said the funding model doesn't account for the time to onboard and support new clients.

"We support a lot of people with complex needs and no carer, and 10% care management is not adequate," another said.

More than three-quarters (76%) of operators said clients have refused Support at Home services. The most common reason for service refusal (80%) was the client was not willing to make a personal contribution.

The main reasons for service refusal have been "financial hardship driven by unaffordable co-contributions", particularly where "asset assessments include non-liquid assets such as cars and household furniture," one operator said.

Participants feel the assessments are "unreasonable" and "inconsistent with their actual capacity to pay" resulting in services being declined.

The survey responses indicate the cost of services is shifting decision making aware from care to financial considerations.

“The discussion centres on costs to the client, not the care needed, which is a significant shift from previous models," an operator said.

There is evidence that clients are increasingly using Support at Home only for clinical supports.

“They take [Support at Home] up because it is a safety net for the free clinical and the 5% or 50% Independence Services," one operator said.

This year Enkindle Consulting is publish the results of its survey in five parts. The following three parts will be released in the coming weeks:

• Part 1 - The State of Home Care
• Part 2 - Support at Home Transition Experience
• Part 3 - Aged Care Act 2024 Transition Experience
• Part 4 - CHSP to Support at Home Transition Readiness, and
• Part 5 - Technology & Digital Capability.

Support at Home was introduced by the government on 1 November 2025 to consolidate the previous Home Care Packages program and the Short-Term Restorative Care Programme. The intention of the reform was to create a fairer system, with greater access to support.